Contact form:

To start a return, please include the order number and the list of items from the order that you wish to return, as well as the location (full address) from where you will be returning them, if this is different from the address of the original order.

Please note that we offer returns within 60 days from date of order, and the items returned will need to be in a re-sellable condition, with no damage, and with complete original packaging. More information on our returns policy is available here.

Returned items will be refunded back to the original payment method after being received and inspected by our warehouse team. This process generally takes 7 to 14 days.

Check out the following articles: 

https://support.yotoplay.com/en-US/setting-up-your-yoto-player--mini-3098

https://support.yotoplay.com/en-US/wi-fi-and-connection-issues-11572

If a 'AUTH' error displayed in the app, this message can only be caused by one of these problems:
- Incorrect SSID or password
- The network is not 2.4ghz
- Internet router needs a reboot

If a 'DNON' error displayed in the app instead, this means your setup was successful, but the player failed to connect to our servers.
Often times, rebooting the player will resolve this, however, this could also sometimes be caused by firewall / parental control settings on your network.

You will be able to cancel or edit your order for up to one hour after the order has been placed.

This can be done through the confirmation email we sent to you for this order, or by logging into your account on our website, and accessing your order history page (yotoplay.com/account/#order-history).

After one hour, your order is processed for picking, packing and shipping, and we may be unable to action any requests to cancel or change it.

Please note that standard deliveries of small orders (Yoto Cards only) will be untracked, through local mail services, and will take 3 to 5 business days from dispatch, although it could sometime take longer. If you should not receive it after 10 business days, do reach out, so we can look into it for you.

To troubleshoot the issue with your Yoto Mini, please try the following steps:
- using a different USB-C charger cord
- using a different power adapter
- checking for bent pins in the Mini charging port

If the issue persists, please contact us, including the following information:

When the Mini is on charge and turned on, is the blue charging icon displayed when the power button is quickly pressed?

If you remove the Mini from charging, does it switch off instantly, or is the empty battery icon displayed before it shuts down?

If the unit remains powered on for a short time after being removed from the dock, can you short press the power button again. Do you see the blue charging icon or the low battery icon?

Finally, please upload a couple of quick photos of the power adapter used to charge your Yoto Mini in the field below.

If you believe that a Yoto Card or collection of Yoto Cards is missing from your order, please check your order confirmation, as you may have purchased Digital Yoto Cards (this will be mentioned in the name of the item).

Digital cards are shown in your Yoto App library, but they won’t be shipped in your parcel as a regular card.

If you would like to transfer any Digital Yoto Card to a different account, please confirm the email address of that account, and we'll take care of it for you.

Finally, please note that you link any Yoto Cards from your Yoto App library to Make Your Own cards, as detailed in this guide.

As a first step, please perform a hard reset of your Yoto Mini.

To perform a hard reset, hold down the power button for at least 10 seconds or until it restarts. Performing a hard reset cuts the power supply to the Mini's brain and helps it recover. You won't lose any content or Wi-Fi connection by doing this.

After the hard reset, please take and send us a quick video of the Mini's behaviour while playing a card (please ensure that the card has multiple chapters), and using both buttons to move chapters / change volume levels.

If you are struggling to connect your Yoto Player or Mini, please ensure that:

• Your Wi-Fi signal is 2.4ghz (for mixed signals, please disable 5g for the duration of the set-up process)
• The SSID (network name) is 31 or fewer characters in length
• In your phone settings' page, scroll down and tap on Yoto, and enable Local networks

If the 'AUTH' error is displayed in the Yoto app, this message can only be caused by one of these problems:

• Incorrect SSID or password
• The network is not 2.4ghz
• Router needs a reboot

If the 'DNON' error is displayed in the Yoto app, this means your setup was successful, but the player failed to connect to our servers.

Often times rebooting both the player and router will resolve this, however this could also be caused by firewall / parental control settings on your network.

To troubleshoot the issue with your Yoto Player, please try the following steps:
- if the charger is connected to an extender, please connect it directly into the wall socket
- checking for stuck pins on the bottom side of the Player: they should be moving freely when pressed with a finger, and bounce back up if pressed.

Finally, if the issue persists, please contact us, including a couple of quick photos of the bottom of the Player, and also the top side of the charging dock, for further investigation. It will look like this:

As a first step, please perform a hard reset of your Yoto Player.

To perform a hard reset, hold down the power button (on the bottom right on the Yoto Player) for at least 10 seconds or until it restarts. Performing a hard reset cuts the power supply to the Player brain and helps it recover. You won't lose any content or Wi-Fi connection by doing this.

After the hard reset, please take and send us a quick video of the Player's behaviour when:

- playing a card (please ensure that the card has multiple chapters), and using both buttons to move chapters / change volume levels
- placing the Player on its face to use the nightlight, and rotating the right-hand button to adjust the brightness 

You can earn Yoto Points / Tokens when you make a purchase, refer a friend, sign up to our newsletter or follow us on social media.

The points will be pending for 21 days (for orders) and 7 days (referrals), before being automatically approved.

A friend referral code will grant you 10% off any orders.

There is a minimum spend, which will vary depending on the currency used.

The code only works for new customers that don't already have an account with us.

If they are new customers but are logged into their account, it won't work either, and they will need to be logged out.

The codes are geographically based, so your friend would need to purchase from the same store as you. We have a UK, USA, European, Canadian and Australian store.

Finally, if you and your friend are sharing the same network connection, the referral link will not work. Simply use the link while on a different network to ensure the code appears in the pop-up message.

If you are still experiencing issues, please contact us and include your referral link and any useful screenshots below. 

Yoto Club is a subscription service currently available only to residents of the USA, UK and Canada.

To learn more about Yoto Club, please visit this page.

For more in-depth information, please review these articles.

If you have just subscribed to Yoto Club, but your Yoto Credits and Club benefits are not working, please allow 30 minutes for the system to update, and then try refreshing your browser.

Yoto Club credits will be processed monthly, on the same day in which you originally purchased your subscription.

If you are expecting to receive your monthly credits today, please note that Yoto Club credits are processed throughout the day, and will be available to you by the end of the day.

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